Associate Manger - Service Delivery

Location

Gurgaon | India

Job description

1. Job Purpose

• Ensure standards are appropriately captured and all interdependencies are aligned between frontline, safety, operational KPIs, hard product, network and reflects Air India's brand drivers.
• Lead the development and periodic review of Service Delivery standards, ensuring compliance with aviation regulations, company policies, and industry best practice
• Monitor internal and external Voice of (Internal & External) Customer through various sources i.e. eCCVR, NPS etc.
• Ensure that crew complement and service procedures align with operational requirements and promote adherence to safety protocols
• Conduct sessions and workshops to educate Trainers, Cabin Crew Division, on new and existing standards
• Regularly evaluate the effectiveness of service standards and update them as needed to improve crew performance and guest feedback
• Gather & evaluate data in order to support the identification of viable service delivery and improve the performance of the overall service delivery. Pass on relevant information to stakeholders like Base Operations & Service Design
• Collaborate with Service Design & Service Performance to enhance Cabin Crew efficiency & overall Guest Experience
• Active member and represent Cabin Crew Operations/ Service Delivery in Transformation Project charters, Product and Service Committees to ensure a seamless Guest experience across all Touchpoints.
• Provide guidance during roll-out of relevant Services Delivery and Quality specific products and services during Fleet Induction
• Maintain comprehensive and accurate records of all standards, procedures, and associated documentation like Galley Loading Plan, LOPA, GLDs. (Part of Fleet Induction meetings)
• Oversee the updation and maintenance of Cabin Crew Service Manual, Station Information Manual & Operating Manuals: IFE & Galley electrical equipment

• Provide direction and advice to the direct reports ( managing a team of 2-3) in performing their delegated responsibilities.
• Oversee the performance of direct reports and ensure KPIs are well communicated and monitored.
• Mentor a team of associates/ specialists responsible for developing standards and procedures for Service Delivery
• Provide guidance, support, and feedback to the team to ensure a high level of competence and professionalism
• Nurture a customer-centric team to continuously enhance service delivery through collaborative discussion demonstrating respect for diverse opinions and transparent feedback

• Keep abreast with any market trends and developments

• Assist in preparing and managing the departmental budget
• Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting officer and HR.

• Driven for Excellence	Functional expertise
  Competitor Awareness	High Collaborative skills
  Team Building skills

  
  

• Minimum Education requirements	Bachelors degree from an esteemed university
  Experience	Minimum	Desired
  4+ years of relevant experience as a service development specialist in aviation/hospitality industry. Overall 6 years of experience	- Prior experience in Cabin Services/Inflight services with an international airline is preferred - familiar with Design Thinking concepts

Job tags

Salary